By using the Incident Manager dashboard, incident managers can track the volume,
status, and resolution progress of incidents.
Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited
Editions with Agentforce IT Service.
Use this dashboard to identify unassigned incidents, analyze open and new incidents by
category, assignee, and priority. You can also monitor SLA breaches by agent and track
resolution trends by priority, agent, and resolution code.
To access this dashboard, make sure that the incident manager permission set is assigned to
your user profile.
Filter the dashboard by time, priority, category, and impact. You can create or customize the
reports within the dashboard to meet your business needs. For customization guidance, see
Dashboards.
Incident Manager Dashboard: Analysis Areas and Important Insights
Analysis Area
Important Insights
New and Resolved Incidents
How many incidents were created by priority over time?
How many incidents were resolved by priority over time?
How many incidents were created by each agent, and how are the incidents
distributed by priority?
Open Incidents Analysis
What percentage of open incidents fall under each priority?
How are open incidents distributed across categories?
What’s the distribution of resolved incidents by resolution code?
Incident Resolution Analysis
What’s the average resolution time by incident priority?
What’s the average resolution time by agent?
What’s the distribution of resolved incidents by resolution code?
Incidents Needing Attention
Which incidents remain unassigned?
How many incidents have exceeded SLA?
How many SLA breaches have occurred for each agent?
Incidents Table
What are the incident numbers, subjects, assigned users, priority levels,
creation dates, and current statuses of all incidents?
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